Guest Services Agent

JOB SUMMARY
The Guest Service Agent is responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay.
JOB DUTIES & RESPONSIBILITIES
• Greets, registers, and assigns rooms to guests.
• Handles confidential information, including guest records, with a high degree of integrity.
• Promptly and effectively deals with guest requests and complaints.
• Answers and routes calls as appropriate; takes guest messages with accuracy.
• Responsible for cash drawer contents and transactions during shift.
• Maintains accurate records including cash flows, registration cards, reservation cards, and property walks.
• Answers inquiries pertaining to hotel services, registration of guests, and travel directions.
• Assists with sales and marketing efforts as directed by the General Manager.
• Offers and properly handles requests for wake-up calls.
• Records pertinent guest information in the pass on log.
• May assist in replenishing continental breakfast as needed and keeping breakfast area clean.
• Ensures common area/lobby is clean.
• Performs laundry functions as directed.
• Other duties as assigned.

Requirements

EDUCATION, EXPERIENCE, LICENSURE & CERTIFICATION
• A minimum of one to three months related experience; or equivalent combination of training and experience.
KNOWLEDGE, SKILLS, & ABILITIES
• Requires the ability to read, write, and speak the English language.
• Ability to identify and resolve problems in a timely manner; develops alternative solutions and uses reason even when dealing with emotional topics.
• Ability to manage difficult or emotional customer situations; includes the ability to respond promptly to customer needs and requests for service and assistance.
• Ability to maintain a high level of professionalism; treats others with respect and consideration regardless of their status or position.
• Knowledge of and ability to appropriately interpret and follow policies and procedures.
• Knowledge of and ability to adhere to safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to audience, whether oral or written.
• Skill in the use of personal computers and related software applications.
• Ability to meet the demands of the work schedule, to be at work and on time. May occasionally require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.

About Us

About Aimbridge Hospitality

Aimbridge Hospitality is the largest and most dynamic independent management company in North America and the Caribbean. With an award winning portfolio of over 825 hotels and resorts with more than 100,000 guestrooms, our company operates across a full spectrum of property types in addition to independent luxury, boutique, and lifestyle hotels. Our highly resourced company offers an unrivaled track record of creating and maximizing asset value and holds an enviable position as an exclusive management company approved to operate all brands within the Marriott, Hilton, Hyatt, Starwood, Wyndham, and InterContinental systems as well as their respective newly launched soft brands.

Aimbridge Hospitality Culture

Aimbridge Hospitality is and will forever be a “high touch” organization. From the principals to the front line associates, the Aimbridge team is engaged in guest, partner (both investment and brand), and associate satisfaction. To be a great leader, you need great people behind you - well trained, goal oriented and energetic. At Aimbridge Hospitality, we value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization. Our associates are our most indispensable asset!

Having fun helps us keep perspective! If we’re happy, our guests will be happy. Our work place culture values family, work life balance and community. If you're looking for a fresh approach to your career, apply now. GROW with us!

Work Permit:
Applicants who do not already have legal permission to work in the location of this job will not be considered.

Management Position: No

Description

JOB SUMMARY
The Guest Service Agent is responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay.
JOB DUTIES & RESPONSIBILITIES
• Greets, registers, and assigns rooms to guests.
• Handles confidential information, including guest records, with a high degree of integrity.
• Promptly and effectively deals with guest requests and complaints.
• Answers and routes calls as appropriate; takes guest messages with accuracy.
• Responsible for cash drawer contents and transactions during shift.
• Maintains accurate records including cash flows, registration cards, reservation cards, and property walks.
• Answers inquiries pertaining to hotel services, registration of guests, and travel directions.
• Assists with sales and marketing efforts as directed by the General Manager.
• Offers and properly handles requests for wake-up calls.
• Records pertinent guest information in the pass on log.
• May assist in replenishing continental breakfast as needed and keeping breakfast area clean.
• Ensures common area/lobby is clean.
• Performs laundry functions as directed.
• Other duties as assigned.

Requirements

EDUCATION, EXPERIENCE, LICENSURE & CERTIFICATION
• A minimum of one to three months related experience; or equivalent combination of training and experience.
KNOWLEDGE, SKILLS, & ABILITIES
• Requires the ability to read, write, and speak the English language.
• Ability to identify and resolve problems in a timely manner; develops alternative solutions and uses reason even when dealing with emotional topics.
• Ability to manage difficult or emotional customer situations; includes the ability to respond promptly to customer needs and requests for service and assistance.
• Ability to maintain a high level of professionalism; treats others with respect and consideration regardless of their status or position.
• Knowledge of and ability to appropriately interpret and follow policies and procedures.
• Knowledge of and ability to adhere to safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to audience, whether oral or written.
• Skill in the use of personal computers and related software applications.
• Ability to meet the demands of the work schedule, to be at work and on time. May occasionally require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.

About Us

About Aimbridge Hospitality

Aimbridge Hospitality is the largest and most dynamic independent management company in North America and the Caribbean. With an award winning portfolio of over 825 hotels and resorts with more than 100,000 guestrooms, our company operates across a full spectrum of property types in addition to independent luxury, boutique, and lifestyle hotels. Our highly resourced company offers an unrivaled track record of creating and maximizing asset value and holds an enviable position as an exclusive management company approved to operate all brands within the Marriott, Hilton, Hyatt, Starwood, Wyndham, and InterContinental systems as well as their respective newly launched soft brands.

Aimbridge Hospitality Culture

Aimbridge Hospitality is and will forever be a “high touch” organization. From the principals to the front line associates, the Aimbridge team is engaged in guest, partner (both investment and brand), and associate satisfaction. To be a great leader, you need great people behind you - well trained, goal oriented and energetic. At Aimbridge Hospitality, we value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization. Our associates are our most indispensable asset!

Having fun helps us keep perspective! If we’re happy, our guests will be happy. Our work place culture values family, work life balance and community. If you're looking for a fresh approach to your career, apply now. GROW with us!